- What do you do?
I have a varied role, but my main task is to be the first point of contact for all incoming calls to the NSPCC helpline. I reassure callers and pass their calls to our counsellors. The calls tend to be about concerns regarding children or people asking for general advice such as at what age can you leave children home alone, or how old should a babysitter be. I also help with record checks on behalf of agencies, who may be looking at prospective foster carers or adopters.
- How did you get the job?
I've been at the helpline for about two years. Before that I worked in travel for a tour operator but I wanted a career change and had always wanted to work for a charity. I saw this job advertised and after my first interview with the NSPCC I was passionate about it and knew I wanted to work here.
- What are the challenges?
Because our calls can lead to dealings with external agencies, I have to ensure that the information I collect is accurate and that I ensure confidentiality. Some of the calls can be distressing and that's something that can be hard to deal with. You have to be able to calm and reassure people who are agitated, and it can be difficult to put them at ease. Sometimes you get abusive calls because a caller has had problems with an external agency, but you have to remain sensitive.
- Do you enjoy what you do?
There is a lot of job satisfaction in being able to talk to people when they are distressed and in helping them. It makes me feel that I am making a difference and that I've achieved something. The NSPCC is also a good place to work because everybody is so mutually supportive.
- How would you like your career to develop?
I've had experience with bands so I enjoy setting up events. Currently I work one day a week within the fundraising and events department, which is something I'd like to progress. We did an event recently called the City Wine Challenge that raised £115,000.
